Axsos was managing 18 virtual machines just to run its on-premises CA Service Desk Manager. Every update risked breaking something. The team spent more time fighting infrastructure than delivering value to customers. And critically for an MSP serving 1,000+ end users, the legacy platform couldn't support the service-oriented design their business model required.
Xurrent's SaaS platform eliminated infrastructure overhead entirely—no more VMs, no more "update nightmares." The entire implementation took just two weeks, including design workshops, service design migration, knowledge base articles, and CMDB setup. Today, 50% of tasks are automated, 40% of users resolve issues through self-service, and Sera AI handles email classification automatically.
Two Weeks to Go-Live: How Axsos built a modern, AI-assisted service desk
Imagine managing 18 virtual machines just to run your Service Desk.
Every update is a gamble. Every change risks breaking something. Your team spends more time fighting the infrastructure than delivering value to customers.
That was the reality Martin Müller, Head of Digital Infrastructure at Axsos, was dealing with 2+ years ago.
Axsos is a Managed Service Provider (MSP) that provides managed backup, server management, client management, and end-user management in the DACH region (Deutschland (Germany), Austria, and Confoederatio Helvetica (Switzerland)).
Its operations are quite large: 50 specialists, 80 internal end users, and 1000+ total end users.
As you can imagine, its situation (managing 18 VM for ITSM alone) was untenable.
The search was on for something better.
Martin and his team knew they needed a change. They turned to the Gartner Magic Quadrant and evaluated several leading ITSM solutions on the market.
None fit.
The CA Service Desk Manager they were running on-premises was plagued with issues beyond just the 18 VMs. Updates were error-prone. The user experience frustrated the team. And perhaps most critically for an MSP, they couldn't implement the service-oriented design their business model required.
Then, at the Gartner IT Infra & Ops conference two years ago, Martin stopped by a booth that would change everything — Xurrent.
Why Xurrent is different (and why it matters)
Every modern enterprise needs a modern service desk solution.
✅ One that simplifies the Incident Management process, enhances service requests, and optimizes collaboration.
✅ One that incorporates unified request handling that adapts based on the request type to increase service resolution speed.
✅ One that has a Service Desk console that offers instant access to caller information and past requests.
✅ One that includes AI-driven communication to generate timely, consistent notifications.
A solution that, as Martin shared, has a “service-oriented design that works out-of-the-box.”
That single booth visit at the Gartner ITOps conference two years ago changed everything for Martin and the Axsos team.
With Xurrent, Axsos could finally "think more service-oriented,” something CA Service Desk Manager couldn't deliver. Xurrent’s trust system for multi-organization management — a critical feature for an MSP model — was essential.
With Xurrent, Axsos no longer needed to worry about “update nightmares” as Xurrent is SaaS, and its customers are always on the latest version. Xurrent’s openness to integrations as well as its configuration over customization approach were also huge selling points.
The decision was made. Now came the part Martin had been dreading based on past experience: implementation. He didn't need to worry.
Two weeks to Go-Live
The entire implementation took just two weeks.
Those 10 business days included design workshops, service design migration, knowledge base articles, and the Configuration Management Database (CMDB).
Axsos intentionally didn't migrate ticket history, opting instead for a “fresh start for a fresh platform.”
Compare that to the old reality: 18 virtual machines requiring careful coordination for every update, months-long projects for any significant change, and constant risk of something breaking.
The difference was immediate. And the specialists loved the user experience.
The streamlined interface meant users saw only what was relevant to them. The inbox sequence made priorities crystal clear. No more guessing what to work on next.
"It's the simplicity that allows people to use Xurrent," Martin explained.
Within weeks, Axsos had shifted how the team operated. Today, a 4-person admin team (each contributing 25% of their time, equivalent to 1 FTE) manages the entire platform.
But here's what matters: they're not managing infrastructure anymore.
They're delivering value. Adding new workflows. Automating service delivery. Enriching knowledge content. The work that actually moves the business forward.
The implementation experience set the tone for the ongoing relationship. As Martin described, “Xurrent licensing is simple and straightforward. The tech support is easy to reach.”
Bonus: Because Axsos works in the same system as the Xurrent team, collaboration feels natural — not like working with a vendor, but working with a partner.
Martin put it simply: "Working with Xurrent has been smooth."
But "smooth" doesn't capture the full story. What happened after go-live exceeded even Martin's expectations.
Automation, AI, and 3 (pleasant) surprises
Axsos didn't just implement Xurrent; they built a system that works smarter every day.
Automation
Today, 50% of tasks are automated. Workflows are designed to automate everything that can be automated, freeing specialists to focus on complex problems that actually require human expertise.
Take a simple example, like when a user has a laptop issue. The workflow automatically updates the CMDB. No manual data entry. No risk of outdated records. The system handles it.
This automation philosophy extends across the entire platform, with 5 Axsos departments now using Xurrent: IT, HR, Finance, Marketing, and Development. Even customer-facing bug reports flow through the system.
Sera AI
Axsos has been all in on AI from day one, and the results have been substantial.
Automated customer follow-up reminders now include AI-generated summaries that capture the full context of each request. This saves manual effort while improving response rates. Customers get clear, contextual communications without the team spending hours crafting individual messages.
The auto-routing and classification capability matters especially for Axsos, where 60% of requests still arrive via email. Sera AI handles classification automatically, learning from prior requests to improve accuracy over time. Current accuracy sits at 60% and continues climbing as the system learns from better data.
3 pleasant surprises
Martin and team had some pretty high expectations coming into this partnership, but even they were surprised by these 3 wins.
1. Self-service adoption: Before Xurrent, self-service didn't exist at Axsos.
Today, 40% of users resolve issues through the self-service portal. That's hundreds of requests handled without specialist intervention — faster resolution for users, more capacity for the team to tackle strategic work.
2. Ease of integration: Xurrent’s openness has enabled Axsos to build numerous integrations using Techwork Automator. Configuration over customization delivers efficiency gains without the complexity and maintenance burden of heavily customized solutions.
This approach means Xurrent meets all organizational needs while remaining manageable by that single administrative team.
3. Out-of-the-box optimization: "The out-of-the-box optimization model exceeded all expectations," Martin said. "I'm so impressed at how well thought out this is."
Extending the solution's scope has been surprisingly positive. Now, tasks that were painful with the previous solution are quite straightforward. The platform simply works the way an MSP needs it to work.
This isn't just about efficiency gains, though those are significant. It's about finally having a platform that enables growth rather than constraining it.
From customer to champion
Two years ago, Axsos needed a solution to its own service desk nightmare.
Today, they're bringing Xurrent to their MSP customers.
Why bring Xurrent to customers? Simple: They were struggling with the same challenges Axsos had faced. Legacy tools. Complex implementations. Systems that constrained, rather than enabled growth.
Axsos is now building implementation content and methodology to bring ITSM to its customers. They're providing rapid implementation services, leveraging everything they've learned over two years to accelerate customers' journeys.
The dual role creates a unique advantage. Axsos isn't just implementing Xurrent ... they are living the MSP experience with the platform. They know what works, what matters, and how to avoid the pitfalls.
"We're excited to share this with our customers," Martin shared. "We know what a difference it can make."
Axsos continues to expand Xurrent usage internally while building out its MSP service offerings around the platform. The partnership momentum is building, and Martin couldn't be more confident in the direction.
When asked what he'd tell other MSPs considering Xurrent, Martin's response was direct: "The out-of-the-box optimization model exceeded all expectations. Working with Xurrent has been smooth."
From 18 virtual machines and constant firefighting to a streamlined, AI-powered platform that enables growth.
The Axsos journey shows what's possible when you find the right solution.
